Careers: Technical Support Specialist

RefID		SHRtss0307
Location		Toronto, Ontario
Category		Customer Support

Position Summary

As a member of the Scancode Central Technical Support team, you will be responsible for handling customer product questions/issues and providing resolution in a timely manner. You will respond to customer’s email requests, provide diagnostics support and coordinate the escalation of technical support calls as required.

Roles/Responsibilities

• Customer Service Request Handling.
• Investigate and reproduce faults/issues while working with QC (Quality Control) department.
• Provide immediate response to customer inquiries in accordance with service standards.
• Accurately report software and documentation deficiencies to the Research and Development department.
• Assist in the resolution of carrier compliance issues with Carrier Compliance department.
• Connect remotely to customer systems and troubleshoot problems.
• Maintain high customer satisfaction of Scancode products.
• Ensure all custom products are posted in central repository.

Recommended Skills

• Must have strong interpersonal skills and good time management skills.
• Be able to prioritize calls that come in and recognize urgency of certain calls.
• Essential : Excellent bilingual communication skills required - English and French.
• Essential : Excellent knowledge of W2K and XP.
• Essential : Strong troubleshooting skills.
• Essential : Autonomous and able to work with little supervision.
• Important: Knowledge of networks.
• Important: Database proficiency
• Asset : Java or VB Scripting

To Apply

If you would like to be part of a forward thinking organization, please submit your resume to careers@scancode.com and reference RefID=SHRtss0307.